HHiring Reality
← Upstart

Head of Borrower Success

Upstart
Location
United States | Remote
Posted
1 month ago
Department
Operations Department
What they actually want (must-haves)
  • Bachelor’s degree or equivalent practical experience
  • 4+ years of experience leading customer support, customer experience, servicing, or related operations
  • Experience managing managers and leading scaled customer operations across multiple channels
  • Experience managing outsourced vendor operations, including accountability for service levels, quality, staffing, compliance, or cost performance
  • Experience owning operational performance and quality or control programs in a regulated or similarly complex environment
Nice to have
  • Knowledge of regulatory and compliance requirements within consumer lending, servicing, collections, banking, or another regulated financial services environment
  • Experience using automation or generative AI to improve customer support workflows, reporting, efficiency, or customer experience
  • Experience building or scaling quality assurance frameworks, operational systems, or workflow automation
  • Ability to use operational data to identify root causes and translate findings into measurable improvements
  • Experience partnering with Product, Engineering, Analytics, and Compliance teams to improve customer-facing tools and workflows
What the job really is

As the Head of Borrower Success at Upstart, you will lead the Borrower Success operations, overseeing both internal teams and external vendor partners to enhance the borrower experience across multiple channels. Your role will involve establishing performance management frameworks, utilizing operational data to drive improvements, and collaborating with cross-functional teams to optimize customer journeys and support systems.

Benefits
  • Competitive compensation, including base pay, bonus opportunities, and annual equity grants that vest quarterly
  • Retirement benefits to help you plan for the future, including a 401(k) or Group Retirement Savings Plan with a company match of $2 for every $1 contributed, up to $15,000 annually
  • Employee Stock Purchase Plan (ESPP) with discounted stock purchase options for eligible employees
  • Comprehensive health coverage including medical, dental, vision, and wellness resources
  • Health Savings Account contributions from Upstart for eligible plans
  • Income protection benefits including life insurance and disability coverage
Things to weigh
  • No specific mention of the technology stack or tools used
  • Role involves managing outsourced vendor operations which may add complexity
  • The position is remote but requires occasional in-person collaboration, which may not suit all candidates
Job score3.4/5
Benefits5/5
Freshness4/5
Career value4/5
Role clarity4/5
Pay transparency0/5

Applying to Upstart?

See how your résumé matches this role — and tailor it from what actually gets interviews.

Calculate resume scoreGenerate resume to apply
Job Link →